Lead Analyst

Cal Coast Credit Union; San Diego (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

Cal Coast Credit Union in San Diego seeks a Help Desk Lead to supervise IT support for 800+ desktops across 26 branches. You will guide triage, prioritize requests, monitor queues, and report on SLAs while providing hands-on help desk support.

You will develop policies, analyze performance, and drive improvements. Strong communication, ITIL/CompTIA A+, and 5–7 years of related experience are required; you will mentor staff and ensure timely escalation of critical incidents.

Qualifications

• Requires a degree in Computer Science or Information Systems and 5-7 years of related work experience with Help Desk tools and Windows.
• Requires CompTIA A+ and ITIL; certification requirements may change with organizational needs.
• Excellent written, oral, and interpersonal communication; highly self-motivated and detail-oriented.
• Ability to multi-task and provide end-user support in a fast-paced credit union environment.

Responsibilities

• Establishes and manages Help Desk SLAs and resolution timeframes.
• Analyzes performance and documents resolutions to prevent repeat issues.
• Provides hands-on support and coordinates Help Desk functions across shifts.
• Leads ticket auditing, QA scores, and CSAT reporting for management.
• Mentors Help Desk staff and ensures timely escalation of high-priority tickets.

Skills

Help Desk leadership

Windows 10/11

Mobile devices

Networking peripherals

Enterprise software

Microsoft Office

Customer service

Analytical skills

Education

Bachelor's degree in Computer Science or Information Systems

CompTIA A+

ITIL certification

Tools

Help Desk software

MS Office

Ticketing system

MDM tools

Job description

Under the general supervision of the Help Desk Supervisor, this position provides Help Desk support to credit union employees and leads all IT Help Desk staff. This position assists the Director with procedures related to triage, prioritization and resolution of requests, including the monitoring of queues, tracking of requests, and coordination of Help Desk functions. The Help Desk Lead contributes to problem resolution by providing in-person, hands-on support, including answering telephone and e-mail requests. This position is also accountable for developing and reporting on Service Level Agreements (SLAs) for all support activities

DIMENSIONS

Components Supported: Multiple Redundant Data Centers

Multiple Cloud-Based Infrastructure (IaaS)

800+ Desktop Systems

600+ Back Office, Branch and Financial Advisor employees

26 Branch Locations & Spectrum Center

Supervisory responsibilities

This position reports directly to the Help Desk Supervisor for work guidance, direction and feedback, coaching and performance appraisal.

NATURE & SCOPE

• Establishes and manages Help Desk service level agreements to set problem resolution expectations and timeframes.
• Develops policies and procedures that define how problems are identified, documented, assigned and resolved.
• Analyzes performance of Help Desk activities, documents resolution, identifies problem areas, and develops solutions to prevent future and repeat problems.
• Participates in Help Desk function to ensure quality service is provided according to company standards in a timely and effective manner. Provides overall leadership to the Help Desk team as necessary to execute respective duties.
• Ensures IT software license inventory is kept up to date according to the organization’s policies, requirements and general guidance as required.
• Troubleshoots escalated hardware and software problems and documents resolution procedures with these problems.
• Becomes an expert with Help Desk ticket system software reporting, and utilizes metrics to drive staffing decisions, enforce service level agreements and increase First Call Resolution (FCR) rates.
• Determines most appropriate use of Help Desk personnel to meet credit union end user expectations for weekday and weekend support.
• Manages the processing of incoming calls via telephone and e-mail to ensure timely and effective resolution of end user issues.
• Assess the need for system changes and updates based upon request trends and support issues.
• Identifies, recommends, develops and implements end user training programs to increase computer literacy.
• Monitors incident trends and anticipates potential problems for proactive resolution.
• Effectively communicates technical issues in non-technical terms to end users.
• Provides excellent customer service skills to internal and external customers.
• Ticket Auditing: Review closed and active helpdesk tickets for accuracy, completeness, and adherence to service-level agreements (SLAs)
• Process Improvement: Identify recurring technical issues or workflow bottlenecks and suggest procedural fixes.
• Documentation Review: Ensure knowledge base articles, troubleshooting guides, and FAQs are clear, accurate, and up to date
• Metric Reporting: Track QA scores, customer satisfaction (CSAT) ratings, and first-contact resolution (FCR) rates for management reporting.
• Incident Escalation Tracking: Monitor high-priority, unresolved, or breached tickets to ensure proper escalation paths are followed by helpdesk technicians.
• VIP Ticket Oversight: Provide dedicated follow-up on tickets raised by senior executives or critical business units to ensure rapid, high-quality resolution.
• Targeted Retraining Coordination: Partner with training coordinators or team leads to schedule refresher training for technicians who consistently fall short of QA benchmarks.
• Performs other duties as required.

Other Education, Skills, and Abilities

• Requires a degree in Computer Science or Information Systems. Also requires 5-7 years of related work experience utilizing comprehensive knowledge of Help Desk software, Windows 10/11, mobile devices (iOS/Android/Windows Mobile), network peripherals, enterprise software, including Microsoft Office.
• Requires CompTIA A+ and ITIL. Certification requirements, including re-certification, may change according to organizational needs and technology trends as determined by the AVP, IT Infrastructure.
• Excellent written, oral, and interpersonal communication skills. Highly self-motivated, self- directed, and attentive to detail.
• Ability to conduct and direct research into end user issues and products. Ability to present ideas in business-friendly and user-friendly language.
• Ability to multi-task and work under time constraints to meet project deadlines.
• Ability to answer phones and provide end user support in a fast-paced credit union environment.
• Ability to appear for work on time, follow directions from a supervisor, interact effectively with co-workers, understand and follow work rules and procedures and accept constructive criticism.
• Proven analytical and problem-solving skills.

MAJOR Accountabilities

• Provides support for and leads projects related to the organization’s workstation technologies and other projects that may directly impact the user environment.
• Supports mobile device administration and maintenance functions.
• Helps lead the organization’s Help Desk functions – provides support and mentoring to Help Desk staff, monitors the Help Desk functions to ensure productivity, quality and customer service demands are met according to the organization’s standards.

PHYSICAL REQUIREMENTS

• Ability to work within a data center environment; requires the ability to tolerate periods of continuous standing.
• Must be able to lift up to 50 lbs.
• Ability to tolerate periods of continuous sitting.

ENVIRONMENTAL CONDITIONS:

• Work is primarily performed within an enclosed office. Subject to standard background noise found in an office environment.
• Travel is required between locations during assigned shifts so the ability to operate a credit union vehicle is required.
• On-call availability is required for this position.

Note: Staff is expected to perform various tasks, projects and administrative duties as assigned

Management reserves the right to assign or change duties and tasks to this position at its discretion.